Claims Assessor
4 weeks ago
About the Role:
The Claims Assessor will be responsible for accurately assessing property damage and determining claim quantum and scope under the relevant PDS. This role requires strong customer service skills, with the ability to deliver a brilliant experience based on customer needs.
Key Responsibilities:
- Assess property loss or damage, determine policy coverage, and determine reserve within delegation levels.
- Determine an appropriate claim fulfilment method that balances customer needs with business outcomes.
- Clearly document all decisions made and reasons, including ownership details, reserve changes, and acceptance/rejection of claims.
- Contribute to claims cost control via following the panel selection process, reviewing quotes, and refining with repairers where necessary.
- Assess the quality of repairs via Quality Assurance processes and frameworks.
- Maintain current PDS knowledge to enable accurate coverage decisions and deliver fair and reasonable costs.
- Follow and implement the Assessing & Repair strategy for working loss and events.
Requirements:
- Industry qualifications/studying or completed ANZIF Diploma of Loss Adjusting (desired)
- Building or Trade Qualifications (desired)
- Minimum 5 years insurance experience (desired)
- Minimum 2 years' experience as a proven performer in customer service roles (mandatory)
- Experience in compiling scope of works (desired)
- Extensive experience in the building industry - residential or commercial (desired)
- Industry qualifications e.g., Cert IV in General Insurance (desired)
- Claims process knowledge (desired)
- Previous experience as an assessor (desired)
About You:
- Strong customer service experience and an ability to deliver a brilliant experience based on customer needs.
- Advanced written, verbal communication, and active listening skills.
- Build and maintain effective and trusted relationships with stakeholders.
- Stakeholder management and an ability to build effective relationships with internal and external stakeholders at all levels.
- Conflict resolution and an ability to show empathy and care.
- Effective interpersonal and communication skills (written and verbal) and an ability to tailor approach or message to suit the customer, whether internal or external.
- Strong attention to detail.
- Good problem-solving and strong negotiation skills which enable constructive and collaborative communication.
- Proactive and positive mindset combined with resiliency skills.
- Continuous improvement focus.
- Committed to self-development and opportunities to increase skills and knowledge.
- Computer literacy and navigation skills.
- Strong time management skills.
- Ability to work in a fluent and flexible environment.
Technical Competencies:
- Knowledge of Building and construction materials, methods, and the tools involved in the construction of repair of houses, buildings, or other structures.
- Capability to establish the cause of the loss and determine whether it should be covered under the PDS.
- Strong ability to interpret policies and policy response.
- Identification of fraudulent claims including misrepresented or exaggerated claims.
- Ability to think and analyse situations accurately and make effective decisions to deliver appropriate customer and builder outcomes.
- Sound knowledge of general insurance products, principles, and underwriting.
- Sound knowledge of Privacy Act, Insurance and Financial Services, General Insurance Code of Practice, GST Compliance, and other legislative matters as it applies to Claims.
- Current awareness of consumer goods and repair/replace costs.
Additional Requirements:
Travel and deployment to events within Australia will be required on occasion.
Employee benefits | Suncorp Group
We believe we are at our best when our workforce is as diverse, talented, and passionate as the communities in which we live and operate, and where our people feel included, valued, and connected. We are passionate about inspiring our people by creating a diverse, accessible, and inclusive culture, offering flexible work, career development, and internal mobility, and building connected relationships amongst our team members and with our customers.
That comes with all kinds of exciting opportunities for you to grow your own career. Whether you're guiding people through life's biggest moments or providing them with support in times they need it most, you'll be driven forward by our shared customer-obsession and supported at every step of the journey.
What we can offer you:
- Discounts and offers on a range of retail favourite stores as well as banking and insurance products.
- A range of flexible working and leave options, including 20 weeks paid parental leave, 4 weeks secondary carer parental leave, and unlimited paid emergency response leave.
- Invest in your brighter future with ongoing study support and career development programs.
- Give back to our communities with payroll giving, donation matching, and paid volunteer leave.
- Prioritise your work/life balance with our robust employee assistance program and dedicated employee council.
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